Client Care Operations Manager at Capitec, Johannesburg
Capitec · Johannesburg, Gauteng
Overview
Capitec is looking for a strategic leader to run its Client Care operation in Johannesburg. You will lead large service teams, drive customer satisfaction and improve service processes in a fast paced banking environment. This is a great fit for someone with contact centre or client service management experience who wants to shape customer experiences at scale.
About the role
Capitec is hiring a Client Care Operations Manager to lead a large scale client service environment in Johannesburg. This role is about delivering exceptional customer experiences while keeping operations efficient and teams engaged.
What the role involves:
- Leading multiple teams in a high volume Client Care operation
- Driving customer service excellence and operational efficiency
- Ensuring service level, productivity, quality and customer satisfaction targets are met
- Identifying opportunities to improve customer journeys and service processes
- Managing operational risks, escalations and service challenges
- Analysing performance data to support business decisions
- Building a high performance culture through coaching and leadership
- Working with stakeholders to improve customer outcomes
Application note: To apply, first complete a short assessment on Capitec's careers site, then finalise your application by clicking apply on their official portal. Only applications submitted through Capitec's system will be considered.
Requirements
- 5 years experience with at least 2 years in a management role within contact centre operations, customer service operations, client experience environments, retail banking operations or financial services operations
- Proven experience managing leaders and large operational teams
- Strong knowledge of operational performance metrics and workforce management principles
- Minimum qualification: relevant tertiary qualification in Business Administration or Management
- Clear criminal and credit record
Responsibilities
- Lead multiple teams within a high volume Client Care environment
- Drive customer service excellence and operational efficiency
- Ensure service level, productivity, quality and customer satisfaction targets are achieved
- Identify and implement improvements to customer journeys and service processes
- Manage operational risks, escalations and service related challenges
- Analyse operational performance data to inform business decisions
- Build a high performance culture through coaching, development and leadership
- Collaborate with business stakeholders to enhance customer outcomes
Job details
- Organisation
- Capitec
- Location
- Johannesburg, Gauteng
- Job type
- Full time
- Experience level
- Lead (5+ years)
- Education
- Bachelor
- Category
- Customer Service
- Posted
- 2 November 2026 (5 days ago)
- Application Method
- Apply online
Success Guide
This is a leadership role at one of South Africa's biggest banks, so your application needs to show more than just years of experience. Highlight specific examples of how you have managed large teams, improved service metrics or handled complex escalations in a contact centre or banking environment. Capitec values energetic, self motivated people, so let your personality come through in your CV and assessment. Make sure your criminal and credit records are clear because checks are part of the process. Before applying, complete the short assessment on their careers page, then submit your application on the official portal. Take your time with the assessment, it is your first chance to make an impression.
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